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15

May
2013
Comments Off on What To Do with Those Negative Social Media Comments: Engagement Flow Chart

What To Do with Those Negative Social Media Comments: Engagement Flow Chart

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Have you laid down the rules on how your social media manager and/or team will handle negative comments you receive through Twitter, Facebook, LinkedIn, Pinterest, etc? We constructed a flow chart that shows how to react to certain types of negative social media posts. Feel free to use this as your own guide to handling social media engagement, or use it as a starting point.

Social Media Engagement Flow Chart: You see a post about your company.  Is it positive?  If so, either leave it alone or engage with it.  If not, is it degrading?  Stand up to it.  Is it a real issue?  Monitor it.  Is it erroneous?  Fix the facts.  Is it from an unhappy customer?  Make good with them.  Bottom Line: Respond if it feels appropriate, but if it seems to be an insignificant comment, there is no need to reply.  If you do respond: always be friendly, no matter how insulting the comment; provide references, pictures, links, etc. if applicable; try to respond within 24 hours; and make sure your information is accurate.


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